Group 1 Automotive UK Reviews 

Bought a Mercedes from Mercedes Liverpool. Gone through right to reject process due to car breaking down 5 times in 8 months.
However ombudsman deemed in our favour and instructed to pay refund back.
Called group 1 twice and emailed all documentation to complain the way Liverpool Mercedes has dealt with us, however they have just buried their head in the sand and we have no reply.
Really poor service from themselves and Mercedes Liverpool, been given all money back but still waiting on refund for deposit, which a manager called John said he’s not paying.

We purchased a VW Used Approved Tiguan from Group 1 Volkswagen Chester. Two days later, the engine cut out completely whilst travelling at 70mph, requiring recovery by the AA. The attending technician informed us that they had previously attended the same vehicle for a similar issue before our purchase.

We immediately exercised our right to reject the vehicle and returned it to the dealership. What followed was three weeks of poor communication, ignored emails, unreturned phone calls and repeated promises of call-backs from management that never materialised. We were given conflicting information by different members of staff and were left having to chase constantly for updates.

Particularly disappointing was the conduct of our original salesman, who was rude and patronising, and gave false information to us multiple times, and the Used Approved Sales Manager, who despite multiple emails, telephone calls and a scheduled appointment, never once contacted us directly and failed to attend the meeting arranged with him.

Despite us making it clear in writing on multiple occasions that we were rejecting the vehicle and did not consent to any repairs, the dealership proceeded to replace the fuel pump and then informed us that the vehicle was ready for collection.

Ultimately, we had to escalate the matter to Citizens Advice and Volkswagen UK, and prepare for legal action before the dealership finally agreed to a full refund.
From reading other reviews, it appears we are not the only customers to have experienced similar issues.

If you are a consumer reading this who is in a similar situation, keep everything in writing and escalate matters to Volkswagen UK if necessary. Know your rights, and don’t let a salesman tell you otherwise!

To Group 1: please do not respond to this review asking me to contact you to discuss this matter further. Throughout this process we repeatedly attempted to engage with you for support and received no response. Should you wish to discuss the matter, our contact details are already held on file.

The one exception to this ridiculous saga was Tyler, the Finance Manager, who, upon becoming aware of the situation, acted promptly and ensured that our refund was processed the same day, and was very apologetic. For that, we are grateful.

From the moment you enter the Mercedes Bishop Stortford showroom you are treated extremely well. The staff are very professional and knowledgable and really try to find the perfect car for you. A big thankyou to Alex Pollitt who provided excellent advice and support to help us choose our new Mercedes.

Azharul was very helpful and friendly, and there was no pressure or hard selling at any stage. I felt completely comfortable throughout the process. He took the time to listen carefully to what I wanted, understood my needs, and offered options that suited them perfectly.
This is the second time I’ve used Toyota Medway, and on both occasions I’ve been very pleased with my purchase. Azharul handled all the paperwork and arranged the road tax, making the whole experience smooth and hassle-free for me.

Experience Amazing! Nick, Roger, Karen and the team at Lexus (Derby) never fail to deliver on 'Customer Delight', setting the standard for product and service provision that others can only aspire to.

Very positive experience in buying a second hand / nearly new car from Group1 Land Rover Watford. From initally seeing the car on their website, they immediately sent through a personalised video, reserved the car for me, to allow me time to travel to showroom to inspect. Helpful & friendly staff made the whole process very straightforward and from initally seeing the car, I had purchased and taken delivery within 1 week.

Overall a brilliant service and experience from Land Rover Southend 👌

Absolutely fantastic customer experience and this dealership is now brilliant.

We have been buying cars from Mercedes-Benz of Derby for 14 years now, this time round Andres and James have raised the bar to the highest level yet, both experience and service wise superb.

Yasmin Hassan an exceptional person that met every concern and request promptly and efficiently with no delays , thank you

I haven't got a single bad word to say about them. Every year I go, they are very kind and keep me up to date with what is happening with my car

I received appalling customer service Mercedes-Benz of Leicester. I booked a test drive over the phone with their salesman, Fin. This was confirmed by text. I arrived on time and reported to reception, who didn’t seem to be expecting me. They asked me to take a seat but were muttering to each other that he had a handover booked at the same time.

After 25 minutes, reception still couldn’t tell me how long it would be, so I went to see if I could find the model in the show room, to at least have a look at it.

I asked a random salesman where I could find the model and he told me they didn’t have one at that branch. I told him I had a test drive booked in with Fin so he enquired with the salesman and came back to tell me that it wouldn’t be available today and Fin would call me to re-book!

I am astonished that I wasn’t notified about this before making a wasted journey or at the very least when I arrived! In addition, the salesman responsible never spoke to me at any point either to explain or apologise, which is incredibly unprofessional in my opinion. I did get an apology from one of the sales managers but way I was treated has left a very sour taste and I don’t really want any further dealings with such a shambolic and indifferent dealership in the future.

Absolutely awful customer service.
Bought a Toyota commercial from Guildford.
After 2 weeks, the van was filling up with water - back into the garage for 3 weeks while we had to hire a replacement.
We then refused the vehicle back and a month later the dealers are still refusing to follow the finance company's instructions on unwinding the finance agreement.
Not an honourable company! Beware!

I always use manufacturers service department for my car, even though it is older. I get a good service from Mercedes AMG for my smart car. I love smart cars and I’ve had them for years.

Seamless service from booking to return of my car after service.

Gave me a time and date that was convenient for me. Kept me updated good service

A good experience with VW Exeter sales team

I have been forced to write this review.

If I don't, I can't submit my 1* response to their on-line survey!

I was extremely disappointed with my most recent car service at G1 in Aylesford. None of the issues that I asked them to look at were resolved.....

Great Personal and Friendly Efficient Service at Group 1 Toyota Maidstone - Recently Swapped my 2018 CHR Hybrid for a newer CHR Plug In Hybrid and I cannot fault the Service from the Staff at Maidstone - friendly and welcoming and Joel dealt with everything so efficiently with great attention to detail and made the process smooth and easy .

First experience for a Lexus dealer and car. Very impressive service all round. Would be happy to recommend the company and it's products.